Global VP of Customer Support — 24/7 Ops (Remote)

Sapiens International; Rochelle Park (NJ); On-site; USD 180,000 - 270,000; Full time

Job summary

Sapiens International Corporation N.V. is seeking a Vice President, Global Customer Support to lead and scale the worldwide support organization. The role focuses on 24x7 service coverage, executive escalation handling, and aligning support with product and cloud strategies across regions.

The candidate will design global structures, manage budgets, and drive continuous improvement in QA and SLA performance while mentoring regional leaders and ensuring a proactive customer experience.

Qualifications

• Bachelor's degree in Computer Science, MIS, or equivalent
• 15+ years leading global support organizations
• Experience building follow-the-sun support models
• ITIL expertise; familiarity with ServiceNow is a plus
• Proven track record in scaling global support and L1/L2 operations
• Ability to partner with Cloud and Product teams to ensure support readiness

Responsibilities

• Serve as senior escalation point for customers at the executive level
• Own oversight of Global Customer Support Center operations
• Set and evolve the global customer support strategy
• Develop coverage models across product lines and time zones
• Lead regional leaders and teams to improve efficiency and quality
• Deliver ROI, innovation, and performance reporting for the function
• Build and maintain QA programs driving SLA performance
• Design global organizational structure and staffing across regions
• Coordinate resources for client expectations and workforce management
• Own budget and resourcing plans, including in-house and outsourced capacity
• Partner with Product, Engineering and Cloud teams for releases and new regions

Skills

Executive leadership

Strategic thinking

Stakeholder management

People development

Executive communication

Education

Bachelor's degree in CS or MIS

Advanced degree a plus

Tools

ServiceNow

Job description

Sapiens International Corporation N.V. is seeking a Vice President, Global Customer Support to lead and scale the worldwide support organization. The role focuses on 24x7 service coverage, executive escalation handling, and aligning support with product and cloud strategies across regions.

The candidate will design global structures, manage budgets, and drive continuous improvement in QA and SLA performance while mentoring regional leaders and ensuring a proactive customer experience.